Developing your firm’s position on responding to a crisis: The Timing Principle
Years ago, when I first started managing crisis communications for a major financial services provider, my husband created a music playlist to accompany my commute (and work) for the most challenging of crisis response days. The playlist included The Who’s “Another Tricky Day” along with some well-known songs from various “Rocky” film soundtracks. Having the right theme songs to get you through the crisis du jour is certainly helpful, but having a pre-planned position on how you respond to a crisis is critical.
Unfortunately, there isn’t a cookie-cutter solution for every crisis, or every business. But there are some basic principles you can develop to help guide your crisis communications response. Once you have these principles established, you’ll save precious time when you’re in the moment.
Over the next few weeks I’ll share some of the principles I’ve seen at play in crisis communications from both direct experience, and observation of others. In this post, I’m presenting some thoughts about the principle of timing.
How you time your communication to employees, clients, and the public is one of the first key principles in your crisis response plan. Here are some questions to consider:
Give these questions some thought, and perhaps even start a draft document for your crisis response plan. Or if you have one documented already, consider reviewing it to make sure these questions are addressed.
Next up: message